Information Technology Infrastructure Engineer
Role Overview
The IT Infrastructure Engineer provides first-level IT support and helps ensure smooth operation of infrastructure services.
The role supports end users, manages service tickets, and maintains IT systems according to organizational policies and procedures.
Key Skills for This Role
Full Job Posting
Role Overview
The IT Infrastructure Engineer provides first-level IT support and helps ensure smooth operation of infrastructure services.
The role supports end users, manages service tickets, and maintains IT systems according to organizational policies and procedures.
Responsibilities
- Act as the first point of contact for users and diagnose technical issues.
- Resolve hardware, software, operating system, and network issues and escalate complex incidents.
- Log and manage ITSM tickets while meeting service-level agreements.
- Maintain incident, resolution, configuration, knowledge base, and procedure documentation.
- Conduct user awareness sessions and provide guidance on approved software and tools.
- Provide remote support across multiple locations and work environments.
- Install, configure, upgrade, and maintain endpoint devices and peripherals.
- Support software deployment, updates, licensing, asset tracking, and inventory management.
- Work with network, server, security, and application support teams.
Required Skills and Qualifications
- Good understanding of Windows and macOS operating systems is required.
- Knowledge of Microsoft Office 365 and business applications is required.
- Basic knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, server management, and infrastructure fundamentals is required.
- Familiarity with ITSM processes and ticketing tools is required.
- Troubleshooting, customer service, adaptability, teamwork, time management, documentation, and security and compliance skills are required.
- A bachelor's degree or diploma in computer science, information technology, or a related field is required.
- CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals, or Network+ certifications are advantageous.
Performance Measures
Performance measures include first-call resolution, ticket closure rate, SLA compliance, customer satisfaction, incident response time, documentation accuracy, system availability, and user support effectiveness.
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